AWS connect documentation change
Summary
Added 'Average agent first response time' metric tracking agent reply speed in chat conversations
Security assessment
Performance metric addition for agent responsiveness. No security controls or vulnerabilities mentioned.
Diff
diff --git a/connect/latest/adminguide/metrics-definitions.md b/connect/latest/adminguide/metrics-definitions.md index 4804a7fca..85653628a 100644 --- a//connect/latest/adminguide/metrics-definitions.md +++ b//connect/latest/adminguide/metrics-definitions.md @@ -5 +5 @@ -Abandonment rateActive slotsAdherenceAdherent timeAfter contact work timeAgent ActivityAgent After contact workAgent API connecting timeAgent answer rateAgent callback connecting timeAgent errorAgent idle timeAgent incoming connecting timeAgent interaction and hold timeAgent interaction timeAgent non-productiveAgent non-productive timeAgent non-responseAgent non-response without customer abandonsAgent contact timeAgents on contact Agent outbound connecting timeAgent talk time percentAPI contactsAPI contacts handledAutomatic fails percentAvailabilityAvailableAverage active timeAverage after contact work timeAverage agent API connecting timeAverage agent callback connecting timeAverage agent greeting timeAverage agent incoming connecting timeAverage agent interaction and customer hold timeAverage agent interaction timeAverage agent interruptionsAverage agent interruption timeAverage agent outbound connecting timeAverage agent pause timeAverage agent talk timeAverage bot conversation timeAverage bot conversation turnsAverage case resolution timeAverage contact durationAverage contacts per caseAverage conversation durationAverage customer hold timeAverage customer hold time all contactsAverage customer talk timeAverage dials per minuteAverage evaluation scoreAverage flow timeAverage handle timeAverage holdsAverage non-talk timeAverage outbound after contact work timeAverage outbound agent interaction timeAverage queue abandon timeAverage queue answer timeAverage queue answer time (enqueue timestamp)Average resolution timeAverage talk timeAverage wait time after customer connectionAverage weighted evaluation scoreBot conversations completedBot intents completedCallback attemptsCallback contactsCallback contacts handledCampaign contacts abandoned after XCampaign contacts abandoned after X rateCampaign interactionsCampaign progress rateCampaign send attemptsCampaign send exclusionsCapacityCases createdCases reopenedCases resolvedCases resolved on first contactConsultContact flow timeContact handle timeContact StateContact volumeContacts abandonedContacts abandoned in X secondsContacts agent hung up firstContacts answered in X secondsContacts createdContacts consultedContacts disconnectedContacts handledContacts handled (connected to the agent timestamp)Contacts handled incomingContacts handled outboundContacts hold agent disconnectContacts hold customer disconnect Contacts hold disconnectContacts in queueContacts incomingContacts put on holdContacts queuedContacts queued (enqueue timestamp)Contacts removed from queue in X secondsContacts resolved in X secondsContacts transferred inContacts transferred in by agentContacts transferred in from queueContacts transferred outContacts transferred out by agentContacts transferred out externalContacts transferred out internal Contacts transferred out queueCurrent casesCustomer hold timeCustomer talk time percentDelivery attemptsDelivery attempt disposition rateDurationEffective staffingError status timeEvaluations performedFlows outcomeFlows outcome percentageFlows startedHuman answeredMaximum flow timeMaximum queued timeMinimum flow timeNon-adherent timeNon-talk time percentOccupancyOldestOnline agentsOnline timePercent agent on contact timePercent agent idle timePercent agent non-productive timePercent bot conversations outcomePercent bot intents outcomeRecipients attemptedRecipients interactedRecipients targetedScheduled timeScheduledService level XStaffed agentsStep contacts queuedStep expired %Step joinedTalk time percent +Abandonment rateActive slotsAdherenceAdherent timeAfter contact work timeAgent ActivityAgent After contact workAgent API connecting timeAgent answer rateAgent average contact first response wait timeAgent callback connecting timeAgent errorAgent idle timeAgent incoming connecting timeAgent interaction and hold timeAgent interaction timeAgent non-productiveAgent non-productive timeAgent non-responseAgent non-response without customer abandonsAgent contact timeAgents on contact Agent outbound connecting timeAgent talk time percentAPI contactsAPI contacts handledAutomatic fails percentAvailabilityAvailableAverage active timeAverage after contact work timeAverage agent API connecting timeAverage agent callback connecting timeAverage agent first response timeAverage agent greeting timeAverage agent incoming connecting timeAverage agent interaction and customer hold timeAverage agent interaction timeAverage agent interruptionsAverage agent interruption timeAverage agent message lengthAverage agent messagesAverage agent outbound connecting timeAverage agent pause timeAverage agent response timeAverage agent talk timeAverage bot conversation timeAverage bot conversation turnsAverage bot messagesAverage case resolution timeAverage contact durationAverage contacts per caseAverage conversation close timeAverage conversation durationAverage customer hold timeAverage customer hold time all contactsAverage customer message lengthAverage customer messagesAverage customer response timeAverage customer talk timeAverage dials per minuteAverage evaluation scoreAverage flow timeAverage handle timeAverage holdsAverage messagesAverage non-talk timeAverage outbound after contact work timeAverage outbound agent interaction timeAverage queue abandon timeAverage queue answer timeAverage queue answer time (enqueue timestamp)Average resolution timeAverage talk timeAverage wait time after customer connectionAverage weighted evaluation scoreBot conversations completedBot intents completedCallback attemptsCallback contactsCallback contacts handledCampaign contacts abandoned after XCampaign contacts abandoned after X rateCampaign interactionsCampaign progress rateCampaign send attemptsCampaign send exclusionsCapacityCases createdCases reopenedCases resolvedCases resolved on first contactConsultContact flow timeContact handle timeContact StateContact volumeContacts abandonedContacts abandoned in X secondsContacts agent hung up firstContacts answered in X secondsContacts createdContacts consultedContacts disconnectedContacts handledContacts handled (connected to the agent timestamp)Contacts handled incomingContacts handled outboundContacts hold agent disconnectContacts hold customer disconnect Contacts hold disconnectContacts in queueContacts incomingContacts put on holdContacts queuedContacts queued (enqueue timestamp)Contacts removed from queue in X secondsContacts resolved in X secondsContacts transferred inContacts transferred in by agentContacts transferred in from queueContacts transferred outContacts transferred out by agentContacts transferred out externalContacts transferred out internal Contacts transferred out queueConversations abandonedCurrent casesCustomer hold timeCustomer talk time percentDelivery attemptsDelivery attempt disposition rateDurationEffective staffingError status timeEvaluations performedFlows outcomeFlows outcome percentageFlows startedHuman answeredMaximum flow timeMaximum queued timeMinimum flow timeNon-adherent timeNon-talk time percentOccupancyOldestOnline agentsOnline timePercent agent on contact timePercent agent idle timePercent agent non-productive timePercent bot conversations outcomePercent bot intents outcomeRecipients attemptedRecipients interactedRecipients targetedScheduled timeScheduledService level XStaffed agentsStep contacts queuedStep expired %Step joinedTalk time percent @@ -421,0 +422,44 @@ This metric measures the percentage of contacts routed to an agent that were ans +## Agent average contact first response wait time + +This metric measures the average time (in seconds) elapsed from the chat session enqueue timestamp to the timestamp of the first agent reply to the customer. It only supports filtering and grouping by channel = CHAT. + +**Metric type** : Double + + * Min value: 0.0 + + * Max value: unlimited + + + + +**Metric category** : Contact record-driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_CONTACT_FIRST_RESPONSE_TIME_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Avg. contact first response wait time + + * Dashboard: Avg. contact first response wait time + + + + +**Calculation logic** : + + * For each contact record + + * If `QueueInfo.EnqueueTimestamp` and `ChatMetrics.ContactMetrics.AgentFirstResponseTimestamp` attributes are not present, skip the contact record + + * If present, set result = difference between `QueueInfo.EnqueueTimestamp` and `ChatMetrics.ContactMetrics.AgentFirstResponseTimestamp` (in milliseconds) + + * For the final result, average of the result values across all contact records not skipped. + + + + @@ -1440,0 +1485,46 @@ This metric can be retrieved by using a [MetricFilters](https://docs.aws.amazon. +## Average agent first response time + +This metric measures the average time (in seconds) taken by an agent to respond after obtaining a chat contact. It only supports filtering and grouping by channel = CHAT. + +**Metric type** : Double + + * Min value: 0.0 + + * Max value: unlimited + + + + +**Metric category** : Contact record-driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_FIRST_RESPONSE_TIME_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Avg. agent first response time + + * Dashboard: Avg. agent first response time + + + + +**Calculation logic** : + + * For every contact record: + + * If `ChatMetrics.ContactMetrics.AgentFirstResponseTimeInMillis` is absent, skip the contact record + + * Else set result = `ChatMetrics.ContactMetrics.AgentFirstResponseTimeInMillis` + + * Final_result = average of result across all contacts not skipped + + * Further divide the result by 1000.0 to convert milliseconds to seconds + + + + @@ -1681,0 +1772,92 @@ For a list of all metrics driven by Contact Lens Conversational analytics, see [ +## Average agent message length + +This metric measures the average length (in characters) of messages sent by agents. It only supports filtering and grouping by channel = CHAT. + +**Metric type** : Double + + * Min value: 0.0 + + * Max value: unlimited + + + + +**Metric category** : Contact record-driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_MESSAGE_LENGTH_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Avg. agent message length + + * Dashboard: Avg. agent message length + + + + +**Calculation logic** : + + * For every contact record: + + * If either `ChatMetrics.AgentMetrics.MessageLengthInChars` or `ChatMetrics.AgentMetrics.MessagesSent` are null or not present skip the contact record + + * If present then: + + * set messageLengthInCharsResult = `ChatMetrics.AgentMetrics.MessageLengthInChars` + + * set messagesSentResult = `ChatMetrics.AgentMetrics.MessagesSent` + + * The final result = division of (sum of messageLengthInCharsResult) / (sum of messagesSentResult) + + + + +## Average agent messages + +This metric measures the average number of messages sent by agent across contacts. It only supports filtering and grouping by channel = CHAT. + +**Metric type** : Double + + * Min value: 0.0 + + * Max value: unlimited + + + + +**Metric category** : Contact record-driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_MESSAGES_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Avg. agent messages + + * Dashboard: Avg. agent messages + + + + +**Calculation logic** : + + * For every contact record: + + * If `ChatMetrics.AgentMetrics.MessagesSent` attribute is not present skip the contact record + + * If present, set result = `ChatMetrics.AgentMetrics.MessagesSent` + + * The final result = average of the result across all the contacts not skipped + + + + @@ -1761,0 +1944,50 @@ This metric applies only to tasks. For other channels, you'll notice a value of +## Average agent response time + +This metric measures the average time (in seconds) taken by agents to respond to customer messages. It only supports filtering and grouping by channel = CHAT. + +**Metric type** : Double + + * Min value: 0.0